The relationship between marketing capabilities and financial performance: the moderating role of customer relationship management in Jordanian SMES

• Published in: Cogent business & management Vol. 11; no. 1
• Main Authors: Alhawamdeh, Hamzeh, Abdel Muhsen Irsheid Alafeef, Mahmoud, Abdel Mohsen Al-Afeef, Mohammad, Alkhawaldeh, Bashar Younis, Nawasra, Maher, Al_Rawashdeh, Hani Ali Aref, Zraqat, Omar, Hussien, Lina Fuad, Al-Eitan, Ghaith N.
• Format: Journal Article
• Language: English
• Published: Taylor & Francis Group 31-12-2024
• Subjects: cRM; financial performance; Hui Shan Loh, Singapore; Jordanian firms; marketing capabilities; pls-sem
• ISSN: 2331-1975; 2331-1975
• DOI: 10.1080/23311975.2023.2297458

AbstractThis research study addresses the complex interaction in between advertising and marketing capabilities, financial performance, and the moderating impact of consumer relationship management (CRM) in Jordanian small and medium enterprises (SMEs) in the service field. Partial Least Squares Structural Equation Modeling (PLS-SEM) analysis was used for this study. The study clearly verifies a significant and favorable relationship in between advertising alignment and financial performance, highlighting the tactical value of customer-centric approaches. It likewise highlights the prominent function of value development in driving monetary success and the positive effect of operational capabilities on financial efficiency. Furthermore, the research study discovers the reliable moderation of CRM in the connections amongst marketing alignment, value development, operational capacities, and financial performance. These searchings for highlight the central role of CRM in improving the effect of marketing abilities on financial end results and offer useful understandings for Jordanian SMEs in the solution sector looking for to optimize financial performance and boost client connections.